The Bad Employee Who Defined Her Bank (Told by Ritz-Carlton Founder)

On this episode of Our American Stories, a legend and leader in the hotel world, Horst Schulze has reshaped how service and hospitality are defined in business—standards that have become world famous. Throughout the years he worked for both Hilton Hotels and Hyatt Hotels Corporation before becoming one of the founding members of the luxury hotel chain, The Ritz Carlton in 1983. Here’s Horst Schulze with a short story about how excellence wins—or, how the lack thereof, will cause defeat.

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